Artificial Intelligence tops 2018 contact centre buying trends
Artificial intelligence, multichannel communications and web self-service/web chat top the list of solutions the UK’s leading call centre professionals are sourcing in 2018. The findings have been revealed by the Call Centre & Customer Services Summit after delegates attending the event were asked which areas they needed to invest in during 2018 and beyond. 39% were looking to […]
5 minutes with… Paul Dunne, Plantronics
Paul Dunne, Regional Director – Sales & Marketing, UK & Ireland, discusses the contact centre industry’s opportunities, trends and challenges in 2018… Tell us about your company, products and services. Plantronics is a global leader in business and consumer audio communications. We make wired and wireless headsets that are used by many contact centres around the world, as […]
Here’s why you need to attend the Call Centre & Customer Services Summit…
Register now for the Call Centre & Customer Services Summit and ensure your business is positioned to face the challenges emerging within the sector. It takes place on 23rd & 24th April at the Radisson Blu Hotel, London Stansted and is entirely free for you to attend. Register your place now as we have limited […]
INDUSTRY SPOTLIGHT: Aegis Customer Experience Management
Aegis is one of the leading global business services providers of customer experience management. For 30 years, we have been the go-to experience creator for global giants across multiple industry verticals. Aegis has a presence in 9 countries with operations being supported from 46 delivery locations managing over one billion moments-of-truth being supported by over […]
Millennials are redefining customer service
By Merchants As the biggest generation and consumer group in the world today, millennials are now the most important influencers in the world of customer service. Having grown up with technology at their fingertips, millennials now value efficiency above everything else. Receiving goods/services on time and receiving answers to queries or concerns quickly is one […]
INDUSTRY SPOTLIGHT: Aircall Call Centre Software
Aircall helps Sales & Support teams have the kind of conversations that create lifelong customers. Its call center software easily integrates with your favorite CRM, Helpdesk, and critical business tools, giving users all the context they need to close more deals and deliver superior service. With no hidden fees and no hardware to manage, there’s no […]
Teleopti: 5 old habits for the contact centre to consign to history
Could too much old technology be weighing your contact centre down and preventing it from reaching its full potential? Jeremy Hamill-Keays, product manager at workforce management software specialist Teleopti, thinks so and has recommended 5 approaches to contact center management that, in his own words, can be consigned to history. Put simply, the argument goes that contact centre directors […]
Quarter of all customer service operations will use virtual assistants by 2020
Twenty-five percent of customer service and support operations will integrate virtual customer assistant (VCA) or chatbot technology across engagement channels by 2020, up from less than two percent in 2017, according to Gartner. Speaking at of the Gartner Customer Experience Summit in Tokyo, Gene Alvarez, the company’s managing vice president, said more than half of organisations […]
How agents with deep domain knowledge enhance your customer relationships
By Pole To Win International Domain Knowledge is a concept long lauded as a fundamental of effective software development. From analysts to developers, the importance of product understanding is stressed as critical to every stage of developing and supporting software. However, the appreciation of domain knowledge benefits all industries and services. Domain knowledge isn’t unique […]
Network with peers at the Call Centre & Customer Services Summit
Join 65+ other senior professionals this spring at the Call Centre & Customer Services Summit – it takes place on April 23rd & 24th at the Radisson Blu Hotel, London Stansted. This highly-focused event will put you in touch with innovative new suppliers and solution providers, as well as giving you access to insightful seminar […]
